Pep Boys

Dear ** [redacted] , We are in receipt of the complaint sent to your office ** [redacted] on February 18, We would like to apologize to ** [redacted] for any inconvenience he may have experienced at our facility On February 2, 2014, Customer [redacted] had a [redacted] towed to our facility [redacted] request a fuel pump replacementThe service advisor asked ** [redacted] if he wanted to do a fuel system diagnosis first** [redacted] declinedThe service writer than wrote up the repair bill and went over the price with **, [redacted] When the technician brought the vehicle he could immediately smell fuel, he lifted the hood and knew there was a fuel leak** [redacted] was contacted and advised that a diagnostic should be performed in order to find the leak** [redacted] declined the diagnostic After the fuel pump replacement was done, ** [redacted] returned paid the bill and left with the vehicleA few days later the service manager was informed a customer had filed a complaintThe complaint was filed by [redacted] 's uncle [redacted] , The service manager contacted ** [redacted] and advised that the vehicle went on fire and that it was Pep Boys fault At that point the service manager advised ** [redacted] that he would need to speak to the technician and pull the paper work and investigateThe service manager than contacted ** [redacted] with his finding, and advised ** [redacted] that [redacted] was contacted and advised that the vehicle had a fuel leak, a diagnostic was recommended several times, but was declined by *** [redacted] than stated that he should have been notified of the fuel leakIt was than explained to **, [redacted] that our policy is to contact the person on the work orderIt was noted on the work order in our comment section that the vehicle had a fuel leakWe find no wrong doing on behalf of Pep Boys and no refunds are dueWe again apologize as well as thank ** [redacted] for allowing us the opportunity to address his concerns Regards, [redacted] Customer Service Coordinator

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] In reading the response from ***, some of the details are inaccurate, incorrect, and/or out of sequential orderThe response states that ** [redacted] declined the repairs and advised the technician that he wanted to seek a second opinionHe did not decline the repairs nor advise the technician that he would seek a second opinionOn 3/13/14, a state inspection was done and repairs were recommendedPlease note that some of the repairs recommended were not required for state inspection; although the technician told him they were required to pass inspectionIn addition, at that time, the technician did not advise him that the car needed an engineIn other words, an engine was not included in the initial repair recommendationsHe (***) did not tell the technician he wanted a second opinion and did not take the vehicle off Pep Boys propertyOn 3/17/or 3/18/14, ** [redacted] advised the technician to complete the recommended repairsOn 3/19/14, ** [redacted] and I picked up the car and was advised that the repairs were doneAfter leaving Pep Boys, within approximately one-two miles of Pep Boys, the car started to ride roughImmediately, ** [redacted] called Pep Boys and was told him to bring the car backWe went back to Pep Boys immediatelyA technician was not readily availableWe left the car there for them to determine why the car was having further problemsThat same night, they called ** [redacted] via cell phone and advised him that the car needed an engineAs stated in the response, in speaking with the technician that night, the technician admitted that no diagnostic was doneIf no diagnostic was done, how did the technician determine that the repairs initially recommended were needed? The repairs were over $A diagnostic should be been completed before repairs were recommendedThe technician concluded that an engine was needed after the initial repairs were doneIf a diagnostic was completed, it would have been determined at that time that an engine was needed, instead of or in addition to the recommended repairsIt wasn't until after the repairs were completed and paid for and we advised them the car was riding rough, that they said an engine was neededPrior to that time, the technician never mentioned any engine problemsIn conclusion, a diagnostic should have been performed prior to recommending repairsFailing to do a diagnostic led the technician undiagnosing or misdiagnosing the need for an engine or any problem associated with the engineIn seeking a second opinion, it was concluded that an engine was not neededThe technician I sought for a second opinion advised I needed a timing chain, not an engineAfter the repairs were completed and paid for, the car started riding rough within 1-miles of Pep Boys and we immediately brought the car back to Pep Boys, which is when they recommended an engineI respectfully request that Pep Boys will confirm an accurate account of what occurred regarding the carAs mentioned above, some of the details in ***'s response are inaccurateIn reading my response, please acknowledge Pep Boy's responsibility in failing to complete a thorough diagnostic prior to repairs, undiagnosing/misdiagnosing a problem associated with the engine, and failing to adequately inform us about needed repairs Regards, [redacted] -+

My experience with Pep Boys Pulaski Hwy Middle River, MD (410) 686-was horribleThe customer service is absolutely terrible, condescending and unprofessionalI am boycotting Pep Boys, I will not buy any auto parts from their store, nor will I have any service done, nor would I recommend Pep Boys to anyoneYes, that is how awful I was treated and my overall experience wasOn 9th of July I had my Jeep taken in for state inspectionI dropped my car off first thing in the morning, per the appointment I made, 8amThey did not complete the inspection until some and half hours laterI was told I would get an estimate of any repairs that needed to be doneClose to 1pm, I show up, and there is no estimateThey told me they would call me that afternoon with an estimateThey never calledThere is a list of things which failed inspectionThe young kid working the counter was not knowledgeable at allI asked several questions, and several times he went back to the service shop to ask the mechanicHere is the list: Tint eval or removal (front driver's and passengers side tints) Repair drivers seat operations Parking brake warning light alignment restore rear lighting to proper operating condition front o/e/m/ headlight assemblies (aftermarket, I was told they were illegal, then again, I was also told they had no low beams, which is not truth, the lights do have low beams) rear center female seat belt latch right rear female seatbelt latch battery hold down parking brake to hold vehicle July 15th, everything was fixed (elsewhere, Pep Boys never gave an estimate and didn't seem at all interested in doing any of the repairs), except rear lighting issue, I took it back, early drop off couple hours before store opened; couple hours after store opened I get a call telling me they wont even bother with a re-inspection because of rear lighting issues not being fixedThey informed me that they would not fix itI pick up my JeepSame day take it to another service stationPay out $for tail light circuit board and brake switch which solved the rear lighting issuesTake it back to Pep Boys for a 4pm appointment for re-inspection that same dayThey fail me againThey claimed that one of the headlight assemblies (i switched out the aftermarkets with stock) was not emitting enough lightIt was hazyWhatever, easy restoreAlso, they mentioned the headlight bracket hold downThey never mentioned that beforeAll the sudden that became an issueThey also said the parking brake didn't hold the vehicleThis was not trueI tested it my self just before dropping vehicle offThe parking brake held the vehicle perfectlyThey backed off on the parking brakeI was very upsetAgain, they told me they would not fix any of the issues at allI spoke with the store manager, a MrKevin H [redacted] He acted very unprofessional and condescendingHe arrogantly defended the terrible mistreatment and actually made accusations that if I had it fixed right the first time, there would not be a problemOn both the inspection and re-inspection, they did not mention anything about a Headlight Mounting PanelThat is what needs to be replaced in order for the headlight mounting bracket to be restored to original manufacturer conditionThe store manager of Pep Boys actually told me I needed to replace the headlight assembly, this he told me in regards to failing my vehicle the second time, for something he did not fail the first timeWe went outside so I could show him how the Headlight Mounting Panel and the headlight assembly are two different thingsHe was so pompous and discourteousI ended up leaving, disgusted at the service, the attitude, and unprofessional conductI would not recommend Pep Boys for any reason whatsoever

Worst experience ever.(AVOID) Donald the manager shouldbe Fired Can't believe he is a manager (Horrible) no customer service skills This place needs to be Shut downI had taken my truck into Pep boys Casa Grande AzTo get seal and bearing fixed, took all day but got it back $I was ok with it cause thought it was fixedday later I'm driving on free way and realize my rear tire wheel had tons of smoke coming out of it, I thought it was on fireSo I called pep boys they sent a tow truck Took hours for them to tow my truck back to shop which was only minutes awayTook them two days to realize they improperly fixed bearing or didn't even fix it at allNeglegenceThey weren't gonna charge me again because it was there fault but now there telling me that because it got so hot I now have to replace axel Which they will cover but they should any way because it was there fault they didn't fix it right the first timeNow I am still waiting for them to I guess get the part, days later I have missed days of workI called and told them this is ridiculousDonald was no Help Also come to find out the part had been there since Wednesday his employee told me thatDonald told me that part didn't come in until Friday morning(Liar) So my truck was just sitting there for daysNo ExcuseThey don't know what they are doing Horrible customer service All the mechanics shouldbe fired They are putting people's lives at riskI will be contacting the news hopefully they can expose this place because there neglegence is going to get some one hurt or worseWhat would of happened if I caught fire because of there neglegenceThen maybe somebody would do something about this

Dear [redacted] , We are in receipt of the complaint sent to your office on July , by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.>Our associate who spoke to [redacted] , quoted him the price of $and specifically stated that this was before taxesWe took some labor and other things off the ticket ,so we didn't have an exact price at the time to giveThe customer later stated he wanted to add the extended labor warranty which was an additional $ The associate tried to speak to [redacted] and resolve the issue with the miscommunication with the price quoted, but [redacted] was not hearing it, and several calls were made to reach [redacted] but we were unable to reach herWe also reviewed the CCTV video and did not see any thing that accured that would have damaged the fog lights We did offer the difference back, but this was also declinedIf [redacted] would like to accept the offer she can return to our facility for the refund We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Fax: [redacted]

Dear ** [redacted] 's We are in receipt of the complaint sent to your office ** [redacted] on March 10, We would like to apologize to **[redacted] for any inconvenience she may have experienced at our facility [redacted] came in asking if we could install a part that she purchased from [redacted] .We found this part to be wrong, she than had to go down to [redacted] to purchase the part again for us to install, when ** [redacted] returned the part didn't match the part we took out of the car, it confused the technician , so ** [redacted] went back to [redacted] and they explained to her that the part that they gave her was the right part and that it had been modifiedShe came back and store and we installed the partDuring the communication process and the exchanging of the parts our Service Writer forgot to write the tire rotation on the work orderSimply we over promised and under deliveredTrying to help make sure that we were getting the right part, we failed to rotate the tires and couldn't complete the car in the time promisedThe part she purchased from [redacted] was faulty, which we had no way of knowingWe were contacted by her family that the part failed after leaving our facilityWithout seeing the vehicle, we refunded our services as a Customer satisfaction $As for our survey being performed incorrectly, this was addressed by the Area Director with the associate in questionWe again apologize as well as thank ** [redacted] for allowing us the opportunity to address her concernsRegards, [redacted] Customer Service Coordinator

Dear Ms ***, We are in receipt of the complaint sent to your office by Mr [redacted] dated August 6, We apologize for any inconvenience Mr [redacted] may have experienced at our facility We apologize for the Horrible Customer Service Mr [redacted] received at our Sepulveda Blvd locationWe can assure Mr [redacted] that the Area Director has already addressed this situation with Mr*** We would like to offer the refund request by Mr [redacted] for $We will send this refund in a check to his address with in the next days We again apologize as well as thank Mr [redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa

They have ripped me off so many times when I was singleI'm a women who had no clue about carsSo, thinking these people were honest, I agreed to have many things done to my car to fix problems I wasn't aware ofMy dad came to visit me who once fixed cars, was shock to see nothing was actually fixed! I dropped almost two grand for nothingI was so sad that they would have done that to meI have brought it to their attention and have not offered to fix the problems that they supposedly fixed beforeA good trust worthy mechanic is hard to come by

Dear [redacted] , We are in receipt of the complaint sent to your office on August 8, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] opened this complaint and was contacted several times, but the manager was not able to reach [redacted] ***The Service manager wanted the opportunity to address the situation and inspect the vehicleWe apologize for the disappointment [redacted] felt after the repairs were renderedAs a company we take huge strides, in effort to improve our customer's in store experienceWhile we wanted the opportunity to make this right with [redacted] ***, we will send her the requested refund of $ We ask that [redacted] allow 7/days for the check to arriveWe again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care SpecialistPep Boys West Allegheny Avenue Philadelphia, Pa

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Regards, [redacted]

Dear [redacted] , We are in receipt of the complaint sent to your office on March 27, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facilityA refund check has been sent to [redacted] in the amount of $ We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

Dear Ms [redacted] , size="2" face="sans-serif" We are in receipt of the complaint sent to your office on February 13, by Mr [redacted] We apologize for any inconvenience Mr [redacted] may have experienced at our facility.After Mr [redacted] entered a complaint he was contactedThe Service manager apologized and explained to Mr [redacted] why the hole was put in the oil panMr [redacted] also filed a complaint with the BAR Association, whom also investigated the matterThe Bar agreed the repair/hole was correct.We again apologize, as well as thank Mr [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S*Customer Care SpecialistPep Boys [redacted] Philadelphia, Pa

We are in receipt of the complaint sent to your office by Ms***We apologize for any inconvenience Ms [redacted] may have experienced at our facilityThe manager will reach out today to Ms [redacted] and offer a refundWe again apologize as well as thank Ms [redacted] for allowing us the opportunity to address her concerns Robin S*Customer Care Specialist

Dear ***, We are in receipt of the complaint sent to your office by ** [redacted] dated May 20, We would like to apologize to ** [redacted] for any inconvenience she may have experienced at our Pep Boys facility We wanted to have the opportunity to address and review ** [redacted] 's concerns, however we are not able to reach herAs a customer satisfaction we will be requesting a check be sent to ** [redacted] , at [redacted] , CO [redacted] in the amount of $ We again apologize as well as thank ** [redacted] for allowing us the opportunity to address her concernsRegards, [redacted] Customer Service Coordinator

Dear [redacted] , We are in receipt of the complaint sent to your office on September 25, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.>In order to further assist [redacted] , we will need [redacted] to provide us the location she visitedOnce we receive the location, we will than begin our resolution process Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

Dear Ms***, New Roman"> We are in receipt of complaint submitted to your office by Mr [redacted] We apologize for any inconvenience Mr [redacted] may have experienced at our facility The manager called and left a message for Mr [redacted] , he would like to provide a resolutionWe ask that Mr [redacted] contact the store and speak to the manager We again apologize as well as thank Mr[redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Engagement Coordinator Pep Boys Auto Plus

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I took the car to [redacted] and they found that the rear main oil seal was leaking and that there was a coolant leak which I was concerned about and was told that it was not leaking by PepBoysI authorzed [redacted] to repair the leaks to a cost of $but then they called me back to say that there were stripped bolts in the engine block and another bolts missing from the engine and a cover was missing as wellIt cost me an addt'l $parts and labor to have these items repaired/replacedI was also provided pictures from [redacted] regarding these itemsI am requesting reimbursement for these items Regards, [redacted]

Dear [redacted] , We are in receipt of the complaint sent to your office by [redacted] on April 2014, We would like to apologize to [redacted] for inconvenience she may have experienced with our online process.This was an unfortunate issue where [redacted] s order was involved in an on site bug that prevented us from following the process for a return as the systems simply wouldn't allow us to progress through the processWe have been advised by our online specialist that a return slip has been processed and as soon as they see the return they will than refund [redacted] in full.We again apologize as well as thank [redacted] for allowing us the opportunity to address her concernsRegards, [redacted] Customer Service Coordinator

Dear [redacted] , We are in receipt of the complaint sent to your office on July , by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility To further assist [redacted] , we will need the Pep Boys location she visitedOnce we received the requested location we will than begin our resolution process We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Fax: 215-430-

Dear [redacted] , size="2" face="sans-serif" We are in receipt of the complaint sent to your office on January 23, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The service manager contacted [redacted] addressed his concerns and apologized [redacted] was scheduled to return to have the passenger side noise looked at.We again apologize, as well as thank MrNorman for allowing us the opportunity to address his concerns..Regards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa